Chatbots have existed for decades, but businesses have only recently begun to exploit the opportunities they provide. You can find chatbots in messaging apps on smartphones for personal use or on company websites for business use. A well-optimized chatbot can be a great addition to a company’s website because it can help to boost your conversion rates.
Chatbots are the next paradigm shift on the internet. Downloadable apps are decreasing and have already been surpassed by chatbots on websites and social networks. As apps wane, chatbots are replacing how users search for and get information.
Here are a few companies that are using chatbots to interact with their customers.
Amtrak provides passenger rail service for people in the lower 48 states in the US. Amtrak created a chatbot named Julie that guides users through the website using natural language capabilities. Julie can respond via text, and Julie can also vocalize an answer along with the text. Julie helps customers find information on reservations, station and route information, as well as information about the rewards program.
Since the implementation of Julie, Amtrak has increased bookings by 25%, saved $1 million in customer service email costs, saw a 50% growth in user engagement, and increased the per booking revenue by 30%.
The Amtrak website has an average of 375,000 visitors per day, and the rail service transports 30 million passengers per year. Amtrak wanted a solution to provide customers with quick access to online self-service. Julie answers 5 million questions per year, and Julie has an upsell feature where a customer can book a hotel room along with round-trip train tickets.
FirstJob is an online recruiting company that matches recent college graduates with entry-level positions and internships by utilizing their social networks. FirstJob created a chatbot named Mya, an AI recruiting assistant that manages a candidate database where recruiters and hiring managers can easily find job candidates.
Mya talks to thousands of candidates simultaneously via Facebook, Skype, SMS, and email. Mya asks pre-screening questions, responds to FAQ’s, provides application status updates, gives guidance and tips to candidates, alerts candidates when positions are filled, and sends assessments and challenges to each candidate.
Mya can rank each candidate from most to least qualified based on factors such as experience, recent job activity, and social engagement, and this information is provided to recruiters. Mya automates about 75% of the qualifying, screening and engagement process. The recruiter efficiency rate is increased by 38%, and the candidate engagement rate is increased by 150%.
Safaricom is the largest telecommunications provider in Kenya, and one of the most profitable companies in the East and Central African region. Safaricom created Zuri, a user-friendly chatbot that helps its mobile data users perform a number of tasks like manage subscription services including viewing subscriptions and unsubscribing from chargeable SMS services. The Zuri chatbot complements the other self-care options subscribers can access through USSD codes and through the mySafaricom app.
Some of the services you can access through Zuri chatbot include:
- Buying data bundles
- Airtime Topup
- Check Balance
- M-Pesa reversal
- Chargeable SMS services
- How To services including Getting PUK, Unlocking M-Pesa account, Accessing M-Shwari or KCB loan just to name a few.
Many business owners are just beginning to understand what benefits chatbots can bring to them. This technology is still in an early stage, its capabilities continue increasing and the best chatbots have yet to be created.
Invest in building a chatbot for your business and be at the forefront of innovation!
Here at Xtranet Communications, we do provide chatbot development keeping into consideration the business that you have.
Learn more about the Xtranet Communications Limited here http://xtranet.co.ke/